Building Trust in the Age of Trust-Busters

1. Building Trust in the Age of Trust-Busters Prepared by: Elise M. Farnham CPCU, ARM, AIM, CPIW President, Illumine Consulting www.elisefarnham.com 770-367-3148 elise@elisefarnham.com

2. Advantages Demonstration of shared moral values Leads to authenticity An important part of our “character” Barriers Fears Moral values not shared Why is trust important?

3. Studies prove it! • Institute for Global Ethics • In 1996: Honesty Compassion Fairness Responsibility Respect

4. How do you know you can trust someone?

5. Review the “New Agent” Case Study.What went through Jim’s mind?

6. Honesty Compassion Fairness Responsibility Respect How can Jim remain true to the five traits? To whom must Jim display each trait, and, how?

8. Building Trust • Be positive -- and SMILE • Be complimentary

9. Building Trust (con’t) • Take genuine interest • Find commonality • Listen carefully • Speak the language • Be slow to disagree • Choose your battles

10. Building Trust (con’t) • Always do what you say you will do • Implement someone else’s suggestions • Try humor • Make yourself useful • Develop intuition and awareness • Adjust your strategies

11. Wrap-up • Thank you for coming! • And remember: “People don’t care how much you know until they know how much you care.”